Mgr, Experience Product Manager

About the role

The Product Management role is responsible for managing aspects of the product strategy and the end-to-end product lifecycle. This role focuses on TIAA's participant Mobile App – an important digital channel to strengthen engagement, drive growth, and reduce operational costs.

Responsibilities

• Product Strategy & Backlog Management: Gather requirements across multiple product development teams and stakeholders to determine overall priority for development; Develop 12- to 18-month product roadmaps for the mobile app that reflect competitive positioning, client need, and business strategy; Design and implement key solutions in support of the Experience Product roadmap; Define success metrics for the mobile app and ensure they are met, including Customer Effort Score (CES), digital channel initiation, and other client health and business metrics.
• Customer Experience & Journey Design: Identify all customer touchpoints, ensuring seamless integration across digital and operational and service interactions; Cultivate deep customer empathy through call listening sessions, watch parties, Dynatrace reviews, and direct engagement with our participants.
• Partnership & Collaboration: Collaborate with all Experience Product teams, Technology teams, and non-technology partners to ensure design and product architecture standards are aligned and implemented; Partner with business partners, designers, content strategists, engineers, researchers, analytics professionals, operations leads, and control partners — including legal, risk, compliance, and fraud teams — to deliver cohesive solutions; Engage control partners early in the process to assess business risk and support outcomes that balance strong client experience with appropriate compliance and controls.
• Performance Monitoring & Data-Driven Decision Making: Analyze key performance indicators (KPIs) to evaluate the impact and effectiveness of solutions, including Customer Effort Score (CES), Net Promoter Score (NPS), digital engagement metrics, and other leading indicators; Establish success metrics and analytics frameworks to measure experience performance across reporting capabilities; Leverage client research, behavioral data, and competitive intelligence to inform product decisions and prioritization; Continuously test, learn, and iterate based on quantitative and qualitative feedback; Make evidence-based recommendations to leadership on investment priorities and trade-offs, including identification of the business levers that your work is driving.
• Innovation & AI Enablement: Foster innovation, collaboration, and leverage new technologies including artificial intelligence to advance TIAA's institutional client experience brand through internal and external initiatives; Develop and articulate a clear point of view on how AI can transform the mobile app experience while